Hi everyone, Ken Cameron here from Corporate Culture Shift.
We are talking about the shift card deck.
Thanks for joining us....
We're about halfway through our ATB booster campaign and if you're just joining us then make sure you take the time to go back and check out some of our previous vlog posts, because we've been providing a tour of the entire card deck as we go along.
If you've already been following along then you probably remember that we visited with Alexandra Hatcher, our co-developer last week, and we talked about how the cards fit together this is the layout that she showed us about how the card fit together.
One of the things that she said in passing is that we always put the customer card in the center, because we think that every organization should be focused on the needs of the customer.
Whatever that means for your organization, whether it's
- a client, or whether
- an internal facing customer.
Today I want to delve in a little bit deeper into what we mean by customer.
I've got here all of the cards from the customer suite of cards:
These 8 cards, which you can use to really make sure that your team members are in fact putting the customer at the center of your organization!
or if you really want to get your team to focus on being more customer centric in their behavior, in the way that they, in their actions!
So the first of these cards is
Listening is not just about having ears in terms of listening to your customers, but also eyes in terms of what your customers are doing.
Because what the customers say may not always be what the customers actually mean so we must pay even closer attention to what action they take, even as we consider how they behave when visiting your website or when they're using your product.
This is particularly useful when you're working with customer service, but it's also useful when you're doing product design.
We've heard about many companies who will, for example, if they're developing something for pregnant mothers, will put on a baby belly so that they get a feeling of what it feels like to be moving through the world in an awkward fashion as a pregnant mother might.
So having empathy for your customers and how your customers use your product or use your service is really important in customer-centric design.
Having compassion for your customers.
This is different than empathy, because compassion is empathy in action.
Compassion is doing something in response to what you've identified, using empathy as your customer's needs.
This is about:
designing to suit your customer, or
thinking about how your customers use your product, and
Patience is particularly useful got elements in your business who are working one-on-one with your customers.
They require sometimes a lot of patience.
And when you all four of these elements together, you cover what really matters with your customers.
We're going to move into the second half of the Customer Cards...
Providing exceptional service beginning with the first point of contact and all the way through all points of the transaction is essential to building customer loyalty, as is... responsiveness.
Responsiveness and customer loyalty are directly linked and they're directly linked in the way expectations around responsiveness are met.
If you havbe customers or clients who expect a same day response, then you've got to be living up to that expectation.
But if you can train your customers to expect a two or three day response between points of contact, then that becomes their set of expectations.
Competing on quality instead of competing on price means that customers remain loyal even when a more competitive price point comes along from a competitor.
So if you can compete on quality instead of just on price, then you're going to build a different kind of customer loyalty.
And then finally...
You probably have experienced just as I have that when you are interacting with a company and they are rigid in the way that they provide their service and they're not meeting your needs, then you're more than likely to go somewhere else to a company that can be more flexible to meet and customize to your needs.
Being able to be flexible in the way that you deliver your products or services is also essential to customer-centric behavior.
This is how we envision putting the customer at the center of this card deck and also at the center of your organization.
I hope that's been useful for you.
This is an exciting week to do that because we just released a new level
This new level because it combines several of the other smaller levels:
The card deck
The one-to-one consultation with either Alexandra or myself, and
The lunch and learn
Now you can customize the lunch and learn around a little mini program for yourself.
A 1-on-1 consultation beforehand
The lunch and learn and
A detailed debriefing and action plan!
This way you can really make an impact and really make a difference in your company and really move the needle with your team.
Take a look at our ATB website, we're looking forward to you supporting us and we're looking forward to supporting you.